We make decisions based on what we think is fair and reasonable, accounting for the unique circumstances of each case we receive. We anonymise our decisions and write them in a way that prevents the person or small business complaining from being identified.
This database holds all the final decisions we’ve published since 1 April 2013 under the Financial Services and Markets Act 2000, as amended by the Financial Services Act 2012.
Your search returned 375266 results
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Decision Reference DRN-5149944
22 Jan 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5149944 The complaint Mr F has complained Barclays Bank UK PLC won’t refund two card transactions he says he didn’t authorise. What happened In August 2023 Mr F and his family were abroad on holiday. At the airport they were picking up a car which Mr F believed his son had booked an... (3 pages)View decision -
Decision Reference DRN-5232151
22 Jan 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5232151 The complaint Mr M complains that Lloyds Bank PLC closed his account and won’t tell him why. What happened Mr M held a current account with Lloyds. In November 2023 it wrote to him to say that it would be closing his account after 65 days. The bank’s letter explained that Mr... (2 pages)View decision -
Decision Reference DRN-5190411
22 Jan 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5190411 The complaint Miss Z has complained Clydesdale Bank plc, trading as Virgin Money, won’t refund her for two transactions made on 1 October 2023. What happened Miss Z suffers from generalised anxiety disorder. Because of her condition, she keeps information on her mobile phone... (3 pages)View decision -
Decision Reference DRN-5216174
22 Jan 2025 Sainsbury's Bank Plc UpheldConsumer CreditDRN-5216174 The complaint Mr A complains about contact he’s received from Sainsbury’s Bank Plc in relation to a loan that was closed part of a Debt Relief Order (DRO). What happened Mr A’s explained that during the pandemic he experienced financial difficulties and ultimately entered i... (3 pages)View decision -
Decision Reference DRN-5219515
22 Jan 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5219515 The complaint Mr and Mrs F are unhappy that Admiral Insurance (Gibraltar) Limited proportionately settled their claim and with the service they received. What happened Mr and Mrs F cancelled a holiday and claimed on their insurance policy. Admiral proportionately settled the... (3 pages)View decision -
Decision Reference DRN-5280182
22 Jan 2025 Haven Insurance Company Limited Not upheldInsuranceDRN-5280182 The complaint Mr A complains that Haven Insurance Company Limited (Haven) has recorded a fault claim against his taxi insurance policy. What happened Mr A had a taxi insurance policy with Haven which covered a vehicle he was using as a taxi. In December 2022 the insured ve... (2 pages)View decision -
Decision Reference DRN-5275033
22 Jan 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5275033 The complaint Mr P complains that Revolut Ltd (‘Revolut’) won’t refund the money that was lost to a scam. He also complains about the service received once the matter was reported. He is joined in this complaint by his partner (‘Miss T’). As I’ll set out, Miss T was involved... (10 pages)View decision -
Decision Reference DRN-5279207
22 Jan 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5279207 The complaint Mr S complains that Bank of Scotland plc (trading as Halifax) declined to reimburse over £6,000.00 that was lost when he fell victim to a cryptocurrency investment scam. What happened Our investigator upheld the complaint in part. She considered that some of H... (5 pages)View decision -
Decision Reference DRN-5167325
22 Jan 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5167325 The complaint Mr L complains that HSBC UK Bank Plc trading as first direct won’t refund money he lost when he fell victim to a scam. Mr L is being represented by a claims management company in this complaint. What happened In January 2021, Mr L invested in a company – Buy2... (8 pages)View decision -
Decision Reference DRN-4746116
22 Jan 2025 J.P. Morgan Europe Limited Not upheldBanking and PaymentsDRN-4746116 The complaint Miss N has complained that J.P. Morgan Europe Limited, trading as Chase, didn’t secure her a refund in respect of money she paid for an ‘all-inclusive food’ option while staying at a hotel. What happened Miss N paid £596.47 to a third party, using her Chase deb... (2 pages)View decision
